Like you, I am regularly a customer, and I like to make sure I am getting the service I am paying for...
One recent encounter was at my gym. Now what do you think the "instructors" who work there are like—enthusiastic, inspiring, energetic, helpful, alive, in posession of a positive mental attitude?
I could only wish.
Don't get me wrong—some do posess these attributes—unfortunately though, most do not.
Some have even told me they hate working there and can't wait to find something better!!! Can you imagine the energy that this person gives out (or does not give out)?
Why do people go to the gym?
- To lose weight
- To get fit
- To keep in shape
- To socialise
- Relaxing environment
Each of these reasons, I would suggest, requires the gym to be a positive, inspiring and attractive place to pull the members in (and get referrals).
My gym is far from this ideal standard...
Can you imagine how happy I was when I was offered the chance to give the managing director some feedback?
Let me explain... I have just moved gym, because the management at my last gym had converted the instructors from enthusiastic, helpful people to miserable, unhelpful, bitter "terrorists".
I moved gym, and this one is just within my comfortable travelling distance at 6.30 in the morning, and has all the facilities I look for, e.g., well equipped gym, pool, spas, steam room etc. In fact they advertise that they (the chain) spent £2 million on making it better for me (and other members I suspect). And it is nice, except for the little things...like
The attitude of the team
The maintenance of the area
The handle of the door to the sauna fell off 8 weeks ago and still hasn't been fixed. A leaky tap I reported took 2 weeks to repair, and so on.
And the members complain. Often to each other, winding each other up more and more until they leave.
Anyway, I completed this feedback form online and offered to help them make things better. I gave them my telephone number and name, offering them free advice on team building and getting the little things right.
Two weeks later, I am still waiting for the promised call from the gym manager to discuss it with me.
My motivation - I like the facilities, and I would like to stay! And I hate being moaned at while I am working out or relaxing.
(By the way, did I tell you that they offer £20 if I introduce a new member—money better spent on fixing that tap I think...and why would I introduce a friend to an atmostphere like that?)
Customer service is the one factor that can make or break a business. It is pointless spending £2 million on the big stuff if you get the little stuff wrong.
Go back and look at the little stuff in your business—what can you improve?
Best wishes for your customer experience,
Gordon D'Silva
PS. Would you like to discuss how little stuff can massively boost your profitability? Call me anytime.